Senior Customer Service Representative / Bureau of Motor Vehicles

State of Maine • Augusta, ME

7d • $17 - $25

About The Position

We are seeking motivated candidates for the position of Senior Customer Service Representative in the License Information Unit to review and verify all documentation to issue a driver’s license or state ID for Maine citizens. This will include a high volume of customer interaction in person, over the phone, and through written correspondence. The selected individual will play an important role in ensuring operational success and contributing to a positive and productive work environment. Whether providing direct services, supporting internal processes, or driving key initiatives, that will be vital to the success of the team.

Requirements

• Customer Service Excellence: Demonstrated ability to provide courteous, accurate, and efficient service in a fast-paced setting with a diverse public.
• High Volume Readiness: Comfortable handling large numbers of customer interactions per day while maintaining composure and professionalism.
• Team Collaboration: Work effectively within a team, supporting shared goals and contributing to a respectful, productive workplace.
• Adaptability: Adjust quickly to new procedures, policies, and technologies as agency needs evolve.
• Attention to Detail: A focus on accuracy and thoroughness in completing tasks and managing responsibilities.
• Confidently make informed decisions and stay solution-focused while managing multiple priorities without sacrificing accuracy or customer satisfaction.
• Clear Communication: Strong verbal and written communication skills to explain complex rules and processes in a way that is easy for the public to understand.
• Problem-Solving: Identify and resolve issues efficiently while maintaining a calm and helpful demeanor.
• Professionalism: Consistently represent the Department with respect, integrity, and accountability.
• Training, education, or experience in office and administrative support work that demonstrates 1) competency in applying a solid knowledge of the principles and practices of quality customer service to perform complex work in assisting the public with applications, fees, examinations, or social services that have an eligibility or compliance component; and 2) the ability to use independent decision-making on the appropriate processes to follow, information to process, and actions to take in accordance with standard procedures.
• All positions in this classification assume the qualifications of: Customer Representative Assistant I, Customer Representative Assistant II and Customer Representative Associate I.

Nice To Haves

• Emotional Intelligence: Empathetic, self-aware, and able to manage high-stress interactions with tact.
• Conflict Resolution: Handle difficult or emotional customer situations with patience and effectiveness.
• Time Management: Prioritize tasks and complete assignments accurately and on time.
• Commitment to Excellence: Dedication to high-quality work, accuracy, and upholding public trust.
• Continuous Improvement: A mindset focused on improving processes, learning new skills, and supporting team development.

Responsibilities

• Provide excellent customer service to the citizens of Maine by assisting with Driver’s License and State Identification Cards.
• Processes letters of verification, driving records requests, and address changes.
• Be part of a team that answers over 500 emails weekly, from outside sources.
• Review and verify all documentation for driver’s license and state ID issuance.
• Explain laws relating to obtaining driver licenses and state identification cards.
• Collect fees by processing transactions using point-of-sale system.

Benefits

• Work-Life Fit: Take time for yourself with 13 paid holidays, 12 days of sick leave, and 3+ weeks of vacation leave annually. Vacation leave accrual increases with years of service, and overtime-exempt employees receive personal leave.
• Health Insurance Coverage: The State of Maine pays 85%-95% of employee-only premiums ($11,196.96 - $12,514.32 annual value), depending on salary. Use this chart to find premium costs for you and your family, including the percentage of dependent coverage paid by the State.
• Dental Insurance: The State of Maine pays 100% of employee-only dental premiums ($387.62 annual value).
• Retirement Plan: The State contributes the equivalent of 14.11% of the employee's pay towards the Maine Public Employees Retirement System (MainePERS).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees